Experience

Genesee & Wyoming Inc.

• United States
• Rail Transportation
• 700 & Above Employee

• Billing Clerk

  • Jan 2019 - Present



extraenergy

• Data Integrity Analyst

  • Jan 2017 - Dec 2018

  This role involved working through system and data issues on customer accounts, by conducting system process investigations, identifying root cause and correct solutions in order to cleanse records for accurate statements to be produced.Working closely with management and individually with business change and improvement, PMO and EGF teams to identify areas of concern, in order to continuously improve our systems and processes, providing an excellent customer experience.* Analysing and capturing root causes on pre- bill exceptions and producing a powerpoint presentation to present to stakeholders.* Ins and outs of backlog and new pre bill exceptions and updating the performance dashboard.* Gained knowledge of MS office skills-specifically excel* Quantifying data issues* Subject matter expert on account fix and billing* Priortising account fixes for press/exec complaints and ombudsman.* Working the unbilled project.* Gaining knowledge on SQL and creating tables to gain information requested by management.* Worked alongside DI and Operations management in order to identify and retrieve aged accounts from back tables using SQL.

• Operations Support Analyst

  • Aug 2016 - Dec 2016

  • Mapped, documented and analysed both new and existing processes across the customer journey. • I worked as part of the change management team and were required to put forward process efficiencies that benefit both the customer and the business. • Liaising with system developers to ensure processes are being implemented and confirm understanding of requirements.• Engage at a detailed level with internal stakeholders• Implement quality control measures within all processes and teams in order to support the operation to work in the most effective way for both the customer and the business• Identify and present solutions to the business to deliver effective and efficient processes• Ensure consistency of quality checking across the operation• Provide coaching and feedback

• Billing Customer Care Advisor

  • Aug 2015 - Dec 2016

  * Analysing and releasing bills.* Answering and solving customers queries* Training new advisors on new processes* Worked on CV special project* Testing the new meter read screen and giving feedback* Liaising with advisors on different departments, to action any billing and customers queries in a timely manner* Helping billing advisors and advisors from other departments with any billing issues they may have* Actioning COTs* Learning new processes through 8x8 and handing off billing issues to the correct departments* Using PFV to research previous supplier information and missed meter exchanges* Understanding of ECOES and XOSERVE* Knowledge of industry guidelines using MRASCO and SPAA



Wilko

• Customer service assistant

  • Oct 2006 - Aug 2015

  I have various roles and tasks, my main roles being, dealing with customers queries, providing help and advice whenever they need it and making sure that every customer leaves happy. I work on the seasonal section, this is a very busy section, which involves a lot of changes throughout the year. I would work alone using my own initiative or work within a small team, who help me work towards the deadlines. When a heavy workload is due, I would take the time to sit down with my manager to work out a plan of action, on a occasion this has been in my own time.I am also Charity champion, this involves setting up charity events in store and ringing companies and schools to offer them funding for their chosen charities.



National trust

• Volunteer

  • Aug 2014 - Dec 2014

  I am currently volunteering once a week at the Rock Houses in Kinver for the National Trust. I help set up the kids event and get the families involved in the Arts and crafts and the competitions.



Ye Olde White Harte

• Waitress/Bartender

  • Sep 2005 - May 2007

  My main duties whilst at Ye Olde White Harte were to serve customers in a contentious and diligent manner, making sure the customer always came first. I played a vital role to the team both in the serving room and behind the bar.



Stars News Shops

• Assistant Manager

  • Sep 2004 - May 2006

  I was responsible for the day to day running of the shop, which included being a key holder and cashing up the beginning and end of the day.I was responsible for all customers newspaper accounts and to chase up any unpaid bills.



A.T.H fabrications

• Receptionist

  • Aug 2004 - Sep 2004

  My role whilst at A.T.H Fabrications was to perform general office tasks, such as answering phones, producing invoices and filing.